Workforce Optimization Officer -Contact Centre

Job Title:

Workforce Optimization Officer

Department:

Commercial & Operations Service-Customer Experience.

Reports To:

Contact Centre Supervisors

Duty Station:

Kampala, Lugogo

Job Type:

Full-Time

Job Purpose:

Ensures optimal workforce deployment, productivity, and efficiency through effective scheduling, real-time management, and performance analysis. The role ensures optimal alignment of demand and capacity to consistently achieve service levels, reduce customer wait times and abandonment, and maximize staff productivity across voice and digital channels.

The role is accountable for ensuring that every available resource in the contact centre is optimally deployed, every shift is adequately staffed, and every performance gap is identified and addressed, directly impacting service levels, customer experience, and operational cost efficiency.

Impact:

Ensures optimal Contact Centre performance through effective rota planning, shift coordination, and real-time resource management, improving efficiency, agent productivity, and safety. Delivers better accessibility, reduced wait times, and enhanced customer satisfaction (CSI) and Net Promoter Score (NPS).

Key Responsibilities:

• Develop and manage monthly agent schedules (rota) to ensure optimal staffing aligned to demand
• Monitor and adjust real-time capacity and shift performance to meet service levels and reduce wait times
• Track and enforce attendance, adherence, and productivity, ensuring maximum workforce utilization
• Manage occupancy levels and resource allocation across voice and digital channels for efficiency
• Analyze and report on forecast vs actual demand, and identify overstaffing/understaffing gaps with corrective actions
• Provide insights on workforce productivity and performance trends to drive continuous improvement
• Coordinate shifts, including handover processes and operational readiness, ensuring seamless service delivery
• Engage and collaborate with stakeholders to support efficient operations, including transport and shift logistics

Experience, Skills & Competencies:

• Minimum of 3 years’ experience in a contact centre environment, with supervisory or team leadership exposure
• Bachelor’s degree in a business-related discipline
• Strong understanding of workforce management principles and real-time operations
• Proven ability to analyze performance data and drive operational decisions
• Excellent communication, coaching, and interpersonal skills
• Results-driven with strong problem-solving and decision-making capability
• Ability to work in a shift environment under minimal supervision
• Strong knowledge of contact centre systems (e.g., ACD) and service operations
• High level of accountability, resilience, and attention to detail